Zendesk-Dust Integration: Issues with Access Message Explained

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Hello ! I've successfully connected Zendesk and Dust:

However, when I open a ticket in Zendesk, I see this message:

"You need a Dust.tt account to use this app. Please contact your administrator to enable access to Dust."

Any idea what could be causing this or how to resolve it? Thanks in advance for your help! 🙏

· Sorted by Oldest

Julien Gobbi
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find a solution thanks 🙂
Remi
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Perfect! Let us know if we can help with anything else 🚀
Pavlo Iusim
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Julien Gobbi, can you share some hints what was the issue for you? We experience the same error, our IT confirmed that the Zendesk Owner Account is a Dust member.
Thibo Gommers
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Not sure if this helps anyone, but I found out what the error was for me in setting up the connection. Turns out the 'region' option matters. I incorrectly assumed our workspace was in the 'eu' region, but it isn't. Leaving it blank turned out to work for me.
🙏1
Pavlo Iusim
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Looks like I figured out. We use a different email domain for ZD Agents. So ZD agents are not Dust members. I thought that Dust uses zendesk owner's account email, rather than the agent's email.
👌1

Julien Gobbi
·
·
find a solution thanks 🙂
Remi
·
·
Perfect! Let us know if we can help with anything else 🚀
Pavlo Iusim
·
·
Julien Gobbi, can you share some hints what was the issue for you? We experience the same error, our IT confirmed that the Zendesk Owner Account is a Dust member.
Thibo Gommers
·
·
Not sure if this helps anyone, but I found out what the error was for me in setting up the connection. Turns out the 'region' option matters. I incorrectly assumed our workspace was in the 'eu' region, but it isn't. Leaving it blank turned out to work for me.
🙏1
Pavlo Iusim
·
·
Looks like I figured out. We use a different email domain for ZD Agents. So ZD agents are not Dust members. I thought that Dust uses zendesk owner's account email, rather than the agent's email.
👌1